Subscription and Connection FAQs

No email address is required. Create an account with a username and password. After opening the user panel, make sure you have saved your username before browsing plans. Use a unique password and store it in a trusted password manager rather than relying only on your client to keep you signed in. After signing out or switching browsers, sign in with the original account to view its subscriptions and orders. If you can’t sign in, check the username spelling, input method, and any spaces in your password. Don’t keep creating new accounts to look for an old order. If the issue persists, describe it in a support ticket through the panel, and never include your account password in the ticket.

Sign in to the user panel and find your current subscription under Account Overview. Then return to subscription management in your client and update or refresh the existing configuration. Once the update is complete, make sure the active configuration is the one you just updated, then check the route list again. If the refresh fails, first check that your local network can reach the panel, then review the error shown by the client. When copying the link, make sure no characters are missing and no spaces have been added. Don’t repeatedly share the new link as if it were an ordinary web address, and don’t show the full subscription in public screenshots. If the panel offers a reset option, you’ll need to import the new link after resetting; the old link can no longer be used as your current subscription.

VPNVW supports unlimited devices, so changing devices alone doesn’t mean you need to choose a new plan. Sign in to the original account on the new device, download a client for that platform from the panel, and import the account’s subscription configuration. When using multiple devices, check that each one has imported the configuration for the same account, rather than mixing in an old account or link. Unlimited devices doesn’t mean unlimited plan data, so keep an eye on usage when streaming video or downloading files. Before retiring an old device, you can remove saved subscription and sign-in details. If route lists differ between devices, update the subscription on each one before comparing them.

Find client downloads on the user panel’s Downloads page. Supported platforms include Windows / macOS / iOS / Android / Linux. In the panel, check the instructions and availability for your device’s operating system. Don’t download installers from unknown sources. After installing a client, import your subscription, make sure its configuration is selected, then follow the client’s prompts to connect and grant any required system permissions. A successful import alone doesn’t mean app traffic is using the route; open the app you want to use and verify it. If this is your first time, follow the Quick Start guide for the main setup steps. Keep any permission prompts or configuration errors so you can check them while troubleshooting. Don’t disable system security settings just to proceed.

A connected status usually means the client has established a connection; it doesn’t by itself confirm that requests to the target webpage are using the selected route. First, make sure your local network can open ordinary webpages, then check that the current configuration, route, and proxy mode are enabled. Next, check your exit information on the network test page and reload the target webpage. If the exit hasn’t changed, check the system proxy, app settings, and any permissions needed to route traffic. If it has changed but the target service still fails, check the target region, account status, and any message from the service. Keep the test webpage the same and change only one setting at a time so you can tell what made a difference.

Browsers and other apps may use different network settings. Some follow the system proxy, some use their own connection method, and some requests may be routed to the local network by your rules. In the client, first check whether the app’s domains match a proxy rule, then see whether the app has its own proxy settings. If the client offers a mode that routes app traffic, read its instructions and check the required permissions; don’t assume it’s working just because of the mode’s name. After changing settings, fully quit and reopen the app so it doesn’t reuse an old connection. Temporarily switching to global mode can help determine whether routing rules are involved, but restore rule-based mode when the test is done if that suits your needs.

After switching networks, an existing connection may still be using the old network state. Pause the client connection and make sure the current network can open webpages normally. If a public network requires you to complete a sign-in page first, do that before reconnecting. If the connection still fails, update your subscription and try routes in other regions. Check whether the issue affects one route or all of them. Also check whether another proxy or security app is changing your system’s traffic path. Don’t change the protocol, region, and routing rules all at once. Record the result of each change to help distinguish a local network issue from a route-specific one.

Our support team handles issues through tickets in the user panel. Include your device’s operating system, client name, network environment, selected route and region, target app, approximate time the issue occurred, and the full error message. Also say whether ordinary webpages load, whether switching routes helped, and whether the exit check changed. These details help narrow down the cause. Before sharing a screenshot, hide your full subscription link, password, and any unrelated personal information. If your client can export diagnostic logs, check them for sensitive content before submitting them as requested in the ticket. You can add new test results to an existing ticket instead of splitting the same issue across multiple messages without context.

Check the route and your local network first; video stuttering doesn’t automatically mean your plan has too little data. See whether your device is downloading files, syncing to the cloud, or running other data-heavy tasks, and pause them before retrying the same video. Then try another route to the same region, keeping the platform and video quality settings unchanged, and compare playback. If every route is slow on the same network, try a different network. If only one platform has a problem, check its error message and regional requirements. Choose a plan based on your data needs. More plan data won’t fix local Wi-Fi congestion, a platform issue, or temporary congestion on a particular route.

Route types describe the connection path; they don’t guarantee a particular speed every time you connect. IEPL uses a dedicated link, relay routes connect to the destination exit through an intermediate node, and direct routes depend more on the path between your local network and the exit. Choose based on the target region, your current network, and how the app performs—not just the route name. Check the route details on the nodes page, then compare options in your client using the same app. A route that loads pages but plays video unreliably is a different issue from one where webpages work but an app doesn’t. The panel’s current route list and available configurations are authoritative; examples in the descriptions don’t guarantee ongoing availability on every platform.

VPNVW covers 120+ countries / 150+ routes. Start with the region required by the service you want to use, not just the closest one. For work services, check your account and organization’s requirements. For streaming, confirm the region of the catalog you want. If no specific region is required, try a route with a relatively straightforward path and judge it by how the app performs. A geographically closer route isn’t necessarily smoother, and switching regions frequently may trigger extra checks from a service. Once you find an exit that works for everyday use, try to stick with that region. Switch deliberately when you need content from another region, then verify the app’s exit.

Streaming catalogs can depend on more than your exit region. Your account region, membership benefits, app cache, and the platform’s current checks may also affect what you see. First, make sure the selected exit is active. Then fully close and reopen the streaming app and check the region or error message it displays. If the region still doesn’t match, check the account and payment region requirements instead of switching countries at random. VPNVW connectivity doesn’t replace a platform membership or automatically add content and video-quality benefits to your account. Playback also depends on the content, device, and platform. See the viewing guide for more about how catalogs, route exits, and account regions differ, then choose your next step based on the specific error.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on your activation date. Choose based on your usual video streaming, file transfers, and work needs; plan tiers don’t limit the number of devices. VPNVW supports unlimited devices. Before placing an order, confirm the selected plan, order total, and account in the panel. Payment methods include Alipay / WeChat Pay / USDT. After payment, return to Account Overview to check your order and subscription status, then update your client configuration. If the panel hasn’t updated after payment, keep your order details and check with support through a ticket. Don’t pay again just because the page hasn’t refreshed.

Data add-ons cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire. Monthly plan data resets each month on your activation date. Add-ons suit people with irregular usage who want to spend according to actual needs; monthly plans make it easier to budget data for regular use. “Never expire” refers to the validity period of an add-on. It doesn’t mean unlimited data or that unused monthly plan data follows the same rule. Compare billing methods on the plans page and check your current plan status in the panel. Don’t assume how different products combine or which data is used first. If you want to use more than one product, confirm the applicable rules through a support ticket.

The price difference for a mid-cycle upgrade is converted into remaining days. In the panel’s plans page, first check your current subscription status, then review the settlement details shown for the target plan and order. Don’t estimate the result yourself from the full-month price difference. Before confirming the order, check the amount and subscription details shown in the panel. If they don’t match your expectations, ask through a support ticket before proceeding. Once the upgrade is complete, check your current plan in Account Overview and update your client subscription so you’re not still viewing old information. No extra data or additional billing period is promised here; the order details shown in the panel are authoritative. If you have questions, include your order information so it can be checked.

VPNVW offers a 7-day no-questions-asked refund. See the full refund policy for eligibility and instructions. Submit your request through a support ticket in the user panel. Say that you’re requesting a refund and include the order and payment details needed for verification. You don’t need to report a connection issue to request a no-questions-asked refund. If you also want help troubleshooting, you can include the specific error message, but don’t delay your refund request for that. Check for a reply in the same ticket and provide any additional information needed to verify the order. Don’t post payment screenshots or your full subscription link publicly, and never submit your account password. Eligibility and next steps are determined by the refund policy and the information confirmed in your ticket.